Refund policy

Refund policy

At Onu Labs, we want you to love what you wear. If your order isn't quite right — whether it's the fit, feel, or style — we're here to help. You can return any unused item within 30 days of receiving your order.

Your experience is our priority, and we'll do our best to make things right.

Eligibility

All Onu Labs products may be returned within 30 days of delivery. Items must be returned unused, complete, and in original condition and packaging, with all tags attached. Returns showing signs of use, damage, or incompleteness may be declined.

Registration & Inspection

Onu Labs uses a Self-Service Return Portal. Buyers must provide a valid return reason and clear supporting evidence when registering a return. All returned items are inspected within 5–7 days of receipt, and customers will be notified of the outcome via email.

Costs & Shipping

Customers are responsible for return shipping costs unless the return is due to our error (incorrect, defective, or damaged items). Original shipping fees are non-refundable. Items must be returned complete and in original condition to avoid denial. Customs-related delays are beyond our control and are not valid grounds for a return. Bundled items must be returned in full and cannot be returned individually.

Exchanges

Exchange requests must be submitted within 14 days of delivery. Items must be returned complete and in original condition. Once inspected and approved, store credit will be issued via email to place a new order. Direct item-for-item exchanges are not offered.

Denials & Acceptance

Onu Labs reserves the right to refuse any return that does not comply with this policy, including items that are used, incomplete, outside the return window, or sent to an unauthorized address. Denied returns may be sent back to the original sender at the customer's expense. By placing an order with Onu Labs, customers acknowledge and agree to this Return Policy.

Your statutory right of withdrawal (EU customers)

If you are a consumer in the EU, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. This right exists in addition to our 30-day return window above. To exercise it, contact us at contact.onulabs@gmail.com. Items must be returned in their original condition.

For any questions, contact us at contact.onulabs@gmail.com.